September 5, 2019

What Shopping-Related Activities Have Voice Assistant Users in the US and Europe* Conducted via Voice Assistant? (% of respondents, Nov 2017 & May 2019)


A global survey asked voice assistant users what retail-related activities they've done using a voice assistant. Responses include researching/browsing products & services, buying items such as groceries, home care and clothing, customer service interactions and making payments for items bought. The ... results are compared for 2017 & 2019More


Data is from the September 2019 Capgemini Research Institute report titled "Smart Talk: How organizations are embracing voice and chat assistants." 12,247 voice/chat assistant users ages 18+ in France, Germany, India, Italy, Netherlands, Norway, Spain, Sweden, the UK and the US were surveyed during April-May 2019. All respondents have used and continue to use a voice assistant (e.g., Siri or Alexa), a chat assistant (e.g., text chatbots in an organization's website or social media) or both for products/services offered by companies in consumer products/retail, retail banking/insurance or automotive. In addition, 1,000 executives from the above verticals plus pure-play digital companies were surveyed.